Adobe Experience Manager vs Medallia

• Adobe Experience Manager keeps your content separate from your layout which allows for a lot of flexibility in how you display your content.
• Adobe Experience Manager integrates really well with other Adobe products like Adobe Analytics.
• Adobe Experience Manager 's drag and drop interface makes it fairly easy to utilize with minimal familiarity.

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• Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
• Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
• Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.

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• Upgrading and applying patches can be hit or miss - I recommend backups because of the potential to damage the existing infrastructure
• Space management is an issue - every change or request takes up space that can be reclaimed, but only through a complicated procedure done through command prompts. There was no documentation for this on their site and we had to use a third party to create the procedure. It has to be run manually.
• There isn't a good backup system, particularly one that can be scheduled to run reliably.

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• Unable to export personal information into Excel causing a lot of manual work
• Difficult to integrate with other systems due to the need for unique account identifiers
• Missing some functionality. Need more pre-defined template responses. Would be nice to copy email addresses from the response tab without it opening up the response. Need different views of some reports
• Search bars are finicky sometimes. Example- It's difficult to find users in the response subscribe section

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• Our direct business landing pages have seen an increase in ROI since switching to Adobe Experience Manager.
• Our non-direct pages have seen a severe drop-off in traffic and conversions since the switch to Adobe Experience Manager. The more creative, editorial-type content that used to be imperative to our site is now relegated to second tier. Just getting a "content hub" with this site was a beast of a project.
• The overall efficiency of our web team has increased with bulk edits, so that they can make single updates and impact our multiple sites. This is a huge money-saver for team staffing.

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• You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
• You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
• Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.

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